06-12-2017 01:34 PM
Hi. My dad's 85 and got dementia..he's locked his phone and i can't see on line how to get a puk no. I see orange is now EE and on line i can't get to speak to a person - from a phone co. - IRONIC! His mobile number isn't recognised (payg) on line or when entering it on the filter when I call.anyone got any clue or am I going to have to buy him a new one and lose the credit he has??
06-12-2017 02:00 PM
You can see the PUK in his MyEE under Manage Device.
06-12-2017 02:04 PM
Welcome to the community.
Do you know when the last time the phone was used was (roughly)?
Our customer service team should be able to help.
You can find the Orange contact details on our get in touch help and support page.
If it isn't recognising the number, please try pressing the # or * key, that sometimes skips the IVR questions.
Please let me know if you're able to get through.
06-12-2017 08:06 PM
Hi..thanks for trying to help but he's not registered with EE...
Finally got through to a guy who tried to help but mobile number is not registered with them or Orange???
So all a bit hopeless by the looks.
06-12-2017 08:10 PM
Hi Christopher. The # key helped me to get through to someone- thanks! But hopeless as they're saying the number is not known to them.. even though I remember helping him to top up a few months ago.
06-12-2017 08:26 PM
When did he last use it? EE PAYG SIMs are completely lost after 9 months of non-use.
06-12-2017 10:32 PM
Ahhh- that's interesting - they didn't mention that. Pretty sure though he's used it few months back..i've got a new phone and lost my message history on changeover so can't check. Thanks for tips...i'll take him to a shop and see what I can do.😊
07-12-2017 12:00 AM
It's only deactivated after 6 months of non-use. If it's been unused less than 9 months but more than 6 months, you can call CS to reactivate it.